Virgin Media Community

[Jasroop13]

I am on the 1gig internet plan with the hub4. Every night I play my speed drops to Kbps. I have called many many times l. Had technicians come in and have had the router changed. And I’m still paying 64£ for 0 speed when I need it most. I am so fed up. I have said cancel my plan, don’t charge me for service but no one listens. Please help me someone 

[jbrennand]

Play? On what device?

And is it connected to the Hub directly on an ethernet cable, or on wifi, or via your own router/powerlines/switch etc?

[Jasroop13]

I play on PS4 pro or pc via Ethernet. I get less than 1mbps on both on wired and wireless 

[lotharmat]

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!

[John_GS]

Hi Jasroop13

Thanks for posting and welcome to the community. Apologies for the slower than expected speeds. 

I can see the following from running a check on the system; 

That your area is currently affected by an SNR (signal to noise ratio) issue. You might find that these services are intermittent at the moment: Virgin Fibre, Interactive TV, Catch Up TV, TV On Demand TiVo® or V6 home menu. We are sorry and working hard to resolve this. Your fault reference is F009206476 with the estimated fix date tomorrow at 9am. 

Please can you also run some speedtests via Ethernet via a PC/Laptop if possible? As console tests are not accurate. 

Kind regards,